My Review Of North Hills Toyota:
This was the worst service department experience anywhere of my life and I didn't even need anything fixed just regular 15,000 mile new car maintenance warranty check-up! I made an appointment the day before (which is an upgrade from Mini where it could take a week or more to get in) and went in at 10:30 in the morning to get the 15,000 mile light off. I walked in and the first guy seemed extremely busy and said that he was not my service advisor but would check me in. At 10,000 miles at this dealership I was in and out in about an hour, so I expected the same (as I was never advised otherwise) and didn't arrange for a ride or a shuttle, I'll happily wait an hour.
Two hours pass and it's after noon and no one single other person has approached me yet while everyone else is in and out of the waiting room. Keep in mind I'm not even getting any actual work done, just getting the 15,000 maint required light-off. I decided to walk up to the counter (intimidating because they are divided in 3 parts and plus because I don't have a point of contact or have any idea who to go to at all.) So I walk up to the first guy who checked me in, he says again he is not my service advisor and walks me over and plants me in front of "Keith." Keith is on the phone and doesn't even acknowledge me with an "I'll be right with you wave" or anything t recognize that I've been planted there. I uncomfortably wait standing there while he's on the phone, eventually after about 5 minutes of me standing there a guy at the desk behind Keith asks what I'm doing and if he can help. This guy was the nicest guy I met there all day. He tries to find my car and the woman beside him helps him find it, he then runs out and comes back to me pretty quick (less than 5 minutes) and says "It's still going to be at least 2 more hours." 2 more hours?! Apparently there was a recall that needed the doors removed and they were already working on that.
This all would have been fine if ANYONE had told me it was going to take all day or actually any responsibility, I would have arranged for a ride or a shuttle or a friend to meet me or anything. So I just go sit back down. Still no Keith or nobody else to come talk to me or even apologize for nobody communicating it was an all-day job. Again, I got there promptly at 10:30 was brushed off, waited over 2 hours until I even inquired and then finally was told I would be there more than 2 more hours minimum. I spent over four hours at the car dealer just sitting, with no laptop, an uncharged phone, no communication, just me and daytime tv. It was horrible, again this all could have been avoided with some upfront information instead of just completely losing me in the system.
I finally met Keith on the way out for less than a minute as he briskly and with no warmth or apology walked me to the checkout desk. I don't know if this place is just too big for itself or what happened but I am on this website today because I hit 20,000 miles and am looking for a new dealership to service my car. Keep this in mind as a cautionary tale that this was only for a new car's required maintenance, god help you if you actually have a problem with your car.
On the plus side the maintenance waiting area (a former grocery store) is large, beautiful, clean and comfortable.
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North Hills ToyotaAdded:
10/22/2013 2:54:15 PM
I've read your review and I would like to get in contact so that we may be able to privately discuss these issues further. You are very important to us as a customer and we want to do all we can to earn your trust and business. I invite you to contact us so we can speak further in regards to your review and do all we can to help you and make sure you are satisfied. We apologize for the inconvenience and I hope to speak with you soon.
Customer Relations Manager